Emotional Labor

Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice. This book focuses on this emotional labor and what it takes to perform it. It contains stories from the trenches gleaned through interviews, focus groups, and survey data.

Authored by Guy, Mary E.; Newman, Meredith A.; Mastracci, Sharon H.

Chapter 1 Emotional Labor and Public Service; Chapter 2 The Disconnect Between Public Administration Theory and Practice; Chapter 3 Governance, Demanding Publics, and Citizen Satisfaction; Chapter 4 I'll Know It When I See It: Emotional Labor, Verbal Judo, and Artful Affect; Chapter 5 Burnout Versus Making a Difference:The Costs and Benefits of Emotion Work; Chapter 6 Do Human Resource Practices Recognize Emotional Labor?; Chapter 7 Pay Inequity as the Penalty for Emotion Work; Chapter 8 Emotion Work Present and Future:Trends in Relational Occupations; Chapter 9 Implications for Theory, Research, and Practice;